Volunteers, Consumer Engagement and Experience Manager

· Salary Package: Attractive manager level salary, plus 12% superannuation and salary packaging advantages
· Employment Type: Full-time, permanent
· Location: Macquarie University, Wallumattagal Campus, North Ryde

Drive innovation in healthcare, transform patient outcomes, and advance your career today.

Patients, carers and consumers bring insight that cannot be found anywhere else, and volunteers bring warmth and practical support at the moments people need it most. This role brings those contributions together across Macquarie University Health, leading our volunteer program, supporting the Consumer Advisory Committee, and progressing the initiatives set out in our Consumer Partnership Framework and Action Plan. Reporting to the Deputy CEO, you will work alongside clinical, operational and academic teams to make sure consumer voices shape the way care is planned, delivered and improved.

About The Role

As the Volunteers, Consumer Partnership and Experience Manager, you will lead an established and growing volunteer program to ensure that it continues to be well governed, genuinely rewarding and aligned to areas of greatest need, while building the structures that allow consumers to partner with us in service planning, redesign, education and research. You will also work closely with the Patient Safety and Quality team to translate experience data, feedback and complaint themes into practical improvements across the precinct.

Key areas of responsibility include:

- Leading the volunteer program end to end, including strategy, role design, recruitment, onboarding, rostering and day-to-day coordination
- Maintaining volunteer policies, procedures,



scope-of-practice boundaries and escalation pathways, and ensuring alignment with WHS, infection prevention and patient safety requirements
- Coordinating volunteer training, mandatory education, supervision, feedback, recognition and annual celebration activities
- Supporting the Consumer Advisory Committee, including member recruitment, agenda development, liaison with the Chair and presenters, and closing the loop on consumer feedback
- Developing broader consumer engagement and partnership mechanisms in line with the Consumer Partnership Framework and Action Plan, and building organisational capability through training, coaching and toolkits
- Applying experience-based co-design methods and monitoring experience measures, qualitative insights and workforce metrics, with regular reporting to governance committees and executives

About Us

Macquarie University Health combines Macquarie University Hospital, the Macquarie University Health Clinics and the Macquarie University Faculty of Medicine, Health and Human Sciences to deliver integrated clinical care, research and learning. Our integrated approach is designed to deliver holistic patient care and treatment informed directly by the latest research and continuous learning, for improved patient outcomes, enhanced student experiences, and more and better research.





As Australia's first fully integrated academic health precinct on a university campus, we are guided by our values and by a shared commitment to compassionate, coordinated, patient-centred care.

About You

- Relevant tertiary qualification in health, social services, management or a related field, and/or equivalent experience in volunteer services, consumer engagement, patient experience or quality improvement
- Demonstrated experience establishing and supporting consumer participation structures, such as consumer representatives, advisory committees or volunteer programs, and facilitating co-design to improve services and care pathways
- Experience designing roles, recruiting, onboarding, training and developing staff or volunteers
- Strong understanding of clinical governance and operational risk management, including privacy and confidentiality, safeguarding, WHS and infection prevention controls relevant to volunteers and consumer engagement
- High-level written and verbal communication and interpersonal skills, with proven ability to build trusted relationships and influence clinical leaders, operational teams, volunteers and executives across a complex organisation
- Demonstrated experience leading improvement initiatives from planning through to implementation and evaluation, supported by proficient computer skills including word processing, Excel and rostering systems

Applications Close: Wednesday 11th November, 11:59pm AEDT

For enquiries, or a confidential conversation about the role, please contact Rebecca Wood, Talent Acquisition Consultant at **@mq.edu.au

We reserve the right to progress or not proceed with applications prior to the closing date, and to clos

📌 Volunteers, Consumer Engagement and Experience Manager (Ryde)
🏢 Macquarie University Health
📍 Ryde